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Being a bank’s customer is not just about exercising rights but also fulfilling agreed-upon obligations. These obligations play a crucial role in maintaining a healthy, safe, and mutually beneficial relationship between the customer and the bank.
There are 8 obligations that customers must carry out to the Bank:
The most fundamental obligation is for customers to read and understand all provision in the agreement and documents regarding the use of bank products or services. This includes the terms and conditions, fees, rights and obligations, and service and dispute resolution mechanisms.
Example: A customer opening a savings account must read and review documents that detailing monthly administrative fees and minimum balance requirements. Failure to comprehend these clauses may lead to confusion and potential complaints later.
Customers must utilize banking products and services only for lawful purposes and in a manner that does not harm the bank or third parties. Good faith implies abstaining from using accounts for illegal activities such as money laundering, fraud, or unlawful transactions.
Example: Using a credit card responsibly by paying bills on time, rather than engaging in fraudulent acts to evade payments.
Banks require accurate data to deliver optimal service and protect customer interests. Customers are obliged to provide truthful personal information, address, contact details, and supporting documents that can be verified.
Example: When applying for credit, providing up-to-date and truthful information is mandatory. Submission of false data may lead to legal consequences and harm both the bank and the customer.
Customers must fulfil payments according to agreed terms including credit instalments, administrative fees, interest, and other applicable charges.
Example: For mortgage loans, pay the instalment according to schedule are essential to avoid penalties or default risks.
In the digital era, safeguarding personal data is crucial. Customers must keep account numbers, user IDs, passwords, PINs, credit/debit CVVs, and other sensitive information confidential to prevent fraud.
Example: Never disclose credit/debit card PINs to anyone, including those claiming to be bank representatives over the phone.
Customers are encouraged to use official devices and secure networks for digital transactions and log out after usage to protect data and accounts.
Example: Conducting transactions via the bank’s official app on a personal smartphone and do not use public Wi-Fi during internet banking.
Customers must be cautious of suspicious links or invitations and verify bank contact details before engagement.
Example: Avoid clicking links in suspicious SMS, WhatsApp messages, or emails requesting personal data or OTPs while always confirming through official bank numbers.
If problems arise, customers are obligated to report to official call centers and comply with dispute resolution processes to seek fair solutions.
Example: Reporting unrecognized transactions or erroneous balance deductions promptly to customer service and cooperating in investigations.
In light of the above, customers are urged to prudently fulfil these eight obligations to ensure smooth banking services and sustain a positive relationship. Customers are advised to:
By understanding and conscientiously implementing these obligations, customers contribute to banking security and convenience, fostering a mutually beneficial partnership between customers and banks.
